GuidedDigitalAssistanceRepresentative

Outsourcing Advantage is a boutique business process outsourcing (BPO) firm specializing in back-office and customer service support for US-based businesses. As a Guided Assistance Representative, you will play a vital role in making technology accessible for customers with low digital literacy, empowering them to confidently navigate the online world. ### Key responsibilities include: * Serve as a trusted digital assistant for customers, by completing everyday online tasks on their behalf. * Provide step-by-step assistance to customers not able to use the internet websites, apps, and online forms. * Build customer confidence by patiently explaining processes and supporting non-technical users. * Maintain professionalism, privacy, and discretion when handling sensitive personal or financial information. * Deliver customer support through both voice/phone and written channels (chat and/or email). * De-escalate conflicts and resolve issues with empathy and clarity. * Multitask efficiently while conversing and executing digital tasks. **Requirements** ### Required Qualifications: * 2+ years of customer service, call center, or customer support experience * Strong digital proficiency navigating websites, apps, online portals, and online forms * Experience handling sensitive personal or financial information with privacy and discretion in a customer support context * Experience providing customer support via both voice/phone and written channels (chat and/or email) * C1 level English proficiency * Ability to provide a brief English voice note introduction * Able to work as an independent contractor * Can provide details of work equipment, power setup (including backup), and internet connection/speed (including backup) ### Preferred Qualifications: * Experience supporting customers with low digital literacy, such as elderly or digitally inexperienced users * Uses a structured approach to customer interactions, including step-by-step guidance and purposeful call flow ### H